V2 Rubric Detail — 235d6a2c-66d0-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-13 02:32
Duration
6m 54s
Contact
575-340-0482
Issue Type
Off-Topic
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent failed to engage with the customer's request and instead delivered unrelated promotional content, effectively evading support responsibility.

V1 Rubric Scores

Resolution1.00/5
Accuracy5.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent delivered a lengthy promotional script without engaging the customer's issue, performing diagnostics, or offering any real support. Critical inaccuracies were present, including a fake registration URL, and the agent ignored the customer's attempt to speak. This constitutes a clear case of avoidance/evasion, resulting in an unresolved outcome.

V1 Case Analysis

Customer called with unclear issue; agent delivered only automated script about registration, warranty, and paid support. No live interaction or troubleshooting occurred.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent played only automated/scripted content; no live interaction occurred.
  • Script content was technically accurate per the KB (registration URL, warranty scope, paid support terms, self-service resources).
  • Customer attempted to engage at [06:00] but received no response.
  • No product model, serial number, or warranty status was collected.
  • No troubleshooting, acknowledgment, or next steps were provided.
Positive Highlights
  • Scripted content was technically accurate and aligned with the KB.
Agent Errors / Gaps
  • Failed to transition from automated script to live support interaction.
  • Did not acknowledge or respond to the customer's statement at [06:00].
  • No call control or communication was established.
  • No resolution, escalation, or closure path was offered.
  • Operational failure: call abandoned without assistance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No issue was resolved; the agent only played a promotional script without addressing any customer concern.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed or suggested; no diagnostic questions asked.
R3 Not Met Correct resolution path conf 96%
Agent failed to determine warranty status or product details; offered no appropriate resolution path beyond generic messaging.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No symptoms identified, no diagnostic questions asked, no root cause attempted.
T2 Not Met Appropriate tools / resources used conf 96%
No tools or resources were used appropriately; agent relied solely on incorrect promotional content.
T3 Not Met No misinformation conf 98%
Provided inaccurate URL 'register linksus.com' (should be linksys.com); made unsupported claims about paid support terms.
Communication
C1 Not Met Clear & professional language conf 95%
Agent did not frame the interaction, set expectations, or maintain control; allowed silence and disengagement.
C2 Not Met Confirmed understanding conf 94%
Agent used a one-size-fits-all promotional tone without adapting to customer needs or checking understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent took no ownership of customer's request; provided no effort toward resolution.
O2 Not Met Proactive follow-through conf 95%
No next steps, timelines, or follow-up commitments were communicated.
O3 Not Applicable Closure confirmation conf 99%
No prior case history or handoff occurred in this interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation was made and none was warranted due to lack of actual support request processing.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No empathy shown; agent continued scripted message despite customer attempting to speak.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s unintelligible request or attempt to clarify.
X3 Not Met Overall experience conf 95%
Customer had to interrupt a long automated message with an unclear request, increasing effort unnecessarily.
Call Transcript4 turns · 4 lines
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register linksus.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please so, if you're experiencing issues with your LinkSys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support.
00:00
Speaker 1
[silence] [ silence ]
01:00
Speaker 2
at support.linksys.com. You can also connect with other users for tips and guidance at reddit.com slash r slash Linksys.
01:00
Speaker 1
have you unrealized to me to me
06:00